Customer Service trends 2021

The digital era has created new standards for businesses and customers alike and the latest customer service trends are the biggest telltale. On one hand, brands navigate their way towards customer-centricity. On the other, the consumer is even more empowered and as a result, has higher expectations. It only makes sense to offer your customers the service they expect, on the channel they prefer, and whenever it’s more convenient.

Combine all of this with the realities of the post-pandemic market and it’s easy to see how customer care professionals have their work cut out for them!

The importance of customer care for business success is evident. With this in mind, we’ve compiled a list of the latest customer service trends to keep an eye out for 2022:

  • Scalability and flexibility
  • Know thy customer
  • Omnichannel support
  • Data privacy and transparency
  • Proactive customer service
  • The AI invasion
  • Automation and integrations
  • Training programs and reskilling
  • Digital customer care as a brand differentiator

Customer service trends for 2022:

Scalability and flexibility

After the pandemic, many businesses stuck with new business models adopted during times of measures and restrictions. This created opportunities and challenges for customer service organisations that needed to quickly adapt to rise up to the occasion. In a world where the only constant changes, customer service needs to be flexible, adaptable, scalable, and cost-effective to address needs and communicate in a timely, convenient, and interactive manner.

Know thy customer

Okay, full disclosure. This is not a trend. It’s common sense and will remain valid for as long as your business is in business. You’ll never be able to provide your customers with the service they expect unless you understand them – how and why they use your products, what challenges they are faced with, what is their journey with your brand, etc. In this context, listening to the customers’ voices and collecting and analysing feedback is key to improving customer support and managing your relationship with your customer base.

Omnichannel is not going anywhere

A few years back, an omnichannel customer service strategy was viewed as a disruptor. These days, it’s a differentiator. More specifically, unified omnichannel services will enable you to create offerings specifically designed for the needs of your customers. Synchronising real-time customer data across different channels is key to delivering customer support that meets customer expectations.

Data privacy and transparency

Your customers are “digital natives” and are becoming more and more concerned with data privacy issues. As the data privacy debate further develops and with consumers growing wary of data breaches, make sure you stay on top of things and train your team accordingly.

Related: How Surveypal ensures GDPR compliance

Data privacy will become even more of an issue as more and more people welcome smart speakers and personalized voice assistants into their lives. The security of active listening technologies will be further scrutinised in the years to come and data privacy should become a priority for brands considering their value proposition.

Proactive customer service

The proactive approach to customer service is a trend that’s been brewing for a while now. Reaching out to customers to resolve issues they didn’t even know they have will become the new norm. This approach is bound to boost loyalty and increase retention. Research, at least, overwhelmingly suggests so:

85% of consumers say that they were happy to be contacted by companies to resolve issues, and 75% say that their perception of a company changed to a positive one after a positive experience with an incoming call (InContact)

The AI invasion

The use of devices that feature AI (such as voice assistants, content streaming, etc.) is on the rise and is reshaping the customer journey alongside the customer experience. These devices are primarily used on behalf of the consumer to complete tasks and it is your responsibility to figure out how your support environment will engage and interact with them.

Related: Chatbot as customer support facilitators

Automation and integrations

To address the increased demand for ubiquitous customer support, businesses will turn even more to automation and AI integrations to meet expectations. Automation and AI integrations will give your customer care representatives the necessary tools and data to complete tasks more effectively and efficiently.

Training programs and reskilling

Customer care representatives are a great asset for any business. The digital transformation we are currently undergoing has increased the skill gap which is a focal point to differentiate your e-care initiatives. Make sure you enable your employees to face the challenges that come with digitalisation by offering training programs that will provide them with the necessary knowledge and attitude to solve issues the customer’s way.

Digital customer service as a brand differentiator

Customer service interactions deeply impact the customers’ overall perception of their experience with your brand. The digital era has put a smartphone in everybody’s hand and your customers no longer compare your business just to its competitors but to the experiences, they access through their mobile devices offered by giants such as Amazon or Google. How does your digital support fare in comparison to them? It is important to understand that your customer service is an extension of your brand. As such, you should design it in a way that communicates its core values and reaches bars of excellence set by industry disruptors.

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